While workable complaint processes exist for almost every other essential service area, consumers and small businesses have no way to escalate complaints and achieve meaningful outcomes for disputes involving digital platforms.
So the Australian Competition & Consumer Commission has recommended the introduction of a world-first digital platforms ombudsman.
The full report can be downloaded here: Loss of telephone numbers during migration to the NBN
There has been a disappointing 9 per cent increase in new complaints to the Telecommunications Industry Ombudsman (TIO), as reported in the latest issue of TIO Talks, released today. The rise in complaints had mostly been driven by a 20% increase in mobile phone service issues.
The Ombudsman’s office received 87,264 new complaints between 1 July and December 31 2010, up 6,957 on the first half of 2010. Ombudsman Simon Cohen said: “The increase, entirely reversing the positive trend seen in the first half of 2010, is extremely disappointing.”
The initiative was launched at the end of 2022, after the TIO began to receive higher complaint volumes as a result of the Optus data breach. The Dispute Resolution Group developed a questionnaire to obtain targeted information from consumers that would assist with more timely resolution.
This questionnaire automated the usual pre-conciliation process, cutting three steps in our process down to one, and reducing processing times by over 90 per cent.
Consumers who wish to communicate using Auslan currently contact the TIO through the National Relay Service (NRS), where the NRS operator makes a phone call to the TIO. There is no video link between the consumer and TIO, and the NRS does not offer a video service with all parties online.
By Ombudsman Cynthia Gebert
Rural resident Carmella* relies on her landline service for all her communication needs. However, frequent landline outages left her feeling isolated, and made it difficult to fix the fault.
Without a reliable landline, Carmella was worried she would have no service at all if an emergency happened, as there was no mobile reception on her property.
The latest credit assessments mystery shopping study by the Australian Communications and Media Authority (ACMA) shows telcos are making good progress in implementing strengthened consumer protection measures.
Assessing ability to pay for a service is an important safeguard because it protects Australian consumers from committing to products and services they may not be able to pay for.
Reflect RAP is the first of four stages – Reflect, Innovate, Stretch and Elevate – which allow organisations to continuously develop stronger commitments.
In the Reflect stage, the TIO must scope and develop relationships with Aboriginal and Torres Strait Islander stakeholders, decide on a vision for reconciliation, and explore their sphere of influence.
So far, the TIO have implemented the following action items from our plan: